LINEAGENTINFO structure (tapi.h)
The LINEAGENTINFO structure contains information about an ACD agent. The lineGetAgentInfo function returns the LINEAGENTINFO structure.
Syntax
typedef struct lineagentinfo_tag {
DWORD dwTotalSize;
DWORD dwNeededSize;
DWORD dwUsedSize;
DWORD dwAgentState;
DWORD dwNextAgentState;
DWORD dwMeasurementPeriod;
CURRENCY cyOverallCallRate;
DWORD dwNumberOfACDCalls;
DWORD dwNumberOfIncomingCalls;
DWORD dwNumberOfOutgoingCalls;
DWORD dwTotalACDTalkTime;
DWORD dwTotalACDCallTime;
DWORD dwTotalACDWrapUpTime;
} LINEAGENTINFO, *LPLINEAGENTINFO;
Members
dwTotalSize
Total size allocated to this structure including the null terminator, in bytes.
dwNeededSize
Size needed to hold all the information requested, in bytes.
dwUsedSize
Size of the portion of this structure that contains useful information, in bytes.
dwAgentState
Must be one of the LINEAGENTSTATEEX_ constants.
dwNextAgentState
Must be one of the LINEAGENTSTATEEX_ constants.
dwMeasurementPeriod
Period for which the switch or implementation stores and calculates information, in seconds. For example, dwNumberOfACDCalls holds the number of calls the agent handled; dwMeasurementPeriod indicates if this value referenced the calls handed in the last hour, day, or month.
cyOverallCallRate
Agent's call rate (calls per agent hour — where agent hour represents the time that an agent was active in one or more agent sessions) across all agent sessions. This is a fixed-point decimal number.
dwNumberOfACDCalls
Number of ACD calls handled by this agent across all sessions.
dwNumberOfIncomingCalls
Number of incoming non-ACD calls handled by this agent.
dwNumberOfOutgoingCalls
Number of outgoing non-ACD calls handled by this agent.
dwTotalACDTalkTime
Number of seconds spent talking in ACD calls by this agent across all sessions.
dwTotalACDCallTime
Number of seconds spent on ACD calls by this agent (across all sessions). Includes the time on phone plus wrap-up time.
dwTotalACDWrapUpTime
Number of seconds spent on ACD call wrap-up (after call work) by this agent across all sessions.
Requirements
| Requirement | Value |
|---|---|
| Header | tapi.h |